IP centres set to hit the $4.7bn

The uptake of ‘virtual' IP contact centres is on the rise and could become a $4.7bn market by 2009, according to market forecasts by Datamonitor.

The research found that the IP contact centre market was worth $3.6bn in 2004, with projected growth of 30 per cent. It also found that contact centres now focus on first-call resolutions rather than answering speed.

Robin Goad, senior analyst at Datamonitor, said the market has seen accelerated growth over the past 18 months, with the UK emerging quicker than the global average.

“This is a high-end technology and telcos are getting involved. Any resellers that have networking skills and technology will take the main cut of the business. The growth is on the upswing at the moment and I expect there to be money in it for the next five to 10 years,” he said.

Richard Pinnington, marketing manager at VAR Call Center Technologies, said: “Considering the current projects we are working on, 60 to 70 per cent of them are IP-based.”

Pinnington said growth will remain steady and in line with general IP sales, with connecting multiply sites and improving contact channels as the main drivers.

“Firms are no longer talking about whether they should adopt IP, but when they will adopt it,” he added.